No internet conection, customer service gives wrong information?

[Joelito]

Dear all

I have suddenly lost the internet conection at home (after almost two years of having the contract with vodafone, the contract is still valid of course).

After calling several times to customer service, I could get someone on the line which told me that probably the router was not working anymore and that I should bring the router to the vodafone store and they will give me a new one (he said explicity this, and I even asked again to check that I should do that). So after bringing the equipment to the store, the people there kindly explain me that this procedure does not exist, and that I have to wait for the custormer service to send me an email(which when the guy in the store checked, it was not even sended yet) and then after the email arrives I should send the router by mail.

So basically, I left the work to go to the store (because I cant wait untill saturday to have internet again since I need it for work) and the information from the customer sefrvice was completly wrong? What is this? Is this the kind of service that vodafone gives?

Please, I really need a solution for this as soon as posible.

Best regards

Joel

[Mav1976]

Hi @Joelito,

Do you have internet by cable or DSL?

[Joelito]

DSL, by the way the technitian was supposed to come today from 8 - 12 am to check what is going on. I am still waiting. Any idea what should I do?

Best regards

Joel

[Joelito]

This is getting worse, I contacted the customer service and they said the technitian actually came (vodafone did not feel the necesity to let me know and just let me wait at home). But the point is that the technitian did not find a solution, and they can not tell me when this can be solved. They can not even tell me what is the problem??

What is this?? Honestly this is the worst service I have seen in germany, can vodafone give me at least an explanation?? Do you expect the internet conection to be back at any point or should I change the company?

Best regards

Joel

[Jojo111]

Verschoben aus "Feedback" ins DSL-Board
Moved from "Feedback" to the DSL-Board

[Jens-K]

Hi Joel,

please send me a private message. I will have a look into the ticket.

I need your name and customer number.

Regards,

Jens

[Joelito]

How do I send a private message to you? Still no internet, and the call today to the customer service was again with an information that was contrary to what they said last week! This is starting to be close to a breach of the contract. Is it going to be solved?

Best regards

[Joelito]

I mean to which adress should I send the private message, I dont know how to do it in this forum.

Best regards

[Joelito]

Again another call to the customer service, they said that the technitian will come on 6th of November??? Even the person in the custumer service was surprised that this was so long. The option they gave was to give me a 50 GB conection for 16 days to substitute the unlimited conection for what I am paying (yes because they havent failed in charged me for the service that they are not providing). Ah and of course if the internet is finish before the 16 days they can not recharge the card. What is this???? Do they think they are doing me a favor??? I am a custumer.

The other interesting part is why they dont offer an unlimited conection in this SIM card that they sent with 50 GB? I know that Vodafone has SIM cards of 250 GB for example, which is not the same as what I am paying for but is something better than what I am getting right now.

The service that vodafone has provided so far about this is really bad. I am asking again very nicely IS ANYTHING GOING TO BE SOLVED???? Please provide some help in what is already a ***ty situation. I already asked how to send a private message to one of the administrators that kindly offers his help.

Best regards

[Seb4sti4n]

Hello @Joelito,

you send private messages via the user profile.

There is a button with Sende eine private Nachricht. Jens is currently out if order. You also can write me a private message.

Best Regards

Sebastian